Note: The job is a remote job and is open to candidates in USA. AeroCloud is revolutionizing airport operations with innovative technology solutions. As a Customer Success Manager, you will be the primary liaison between AeroCloud and its customers, ensuring they maximize the value of the products while supporting onboarding, monitoring progress, and addressing any issues to drive customer satisfaction and retention.
Responsibilities
- Become an expert on AeroCloud’s suite of products and how they can be used to solve industry and customer problems
- Manage the full customer lifecycle including onboarding, adoption, expansion opportunities and renewals for a portfolio of customers across EMEA and North America
- Work closely with customers to define, monitor and report success metrics through success playbooks, and business reviews and other initiatives
- Work proactively to increase product adoption and create growth opportunities through upsell, customer referrals and new case studies
- Work cross functionally with implementation, commercial, support, product and marketing teams to create positive customer outcomes, acting as the single point of contact and voice of the customer internally at AeroCloud
- Utilise playbooks to improve customer health, increase retention and mitigate risk
- Work with the Customer Success Lead to constantly improve processes and resources including training, playbooks and customer facing document
- The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs
Skills
- 2 - 4 years experience working as Customer Success Manager, ideally at an early stage startup
- Driven and proactive by nature preferably with experience of managing enterprise and strategic level customers
- A growth mindset and driven by solving complex customer problems
- Experience of managing and constantly achieving commercial targets through expansion opportunities and renewals
- Experience of working with complex, multi-geographical customers
- Excellent communication and presentation skills, both verbally and written
- Committed to constantly improving the customer experience and communicating areas for improvement at AeroCloud
- A relationship builder with experience in building strong relationships with C-level executives and other key stakeholders
- A willingness to travel internationally when required to meet with customers face to face
- Experience working cross functionally with internal teams (commercial, product, support, marketing)
- The ability to speak a second language (French, Spanish, Portuguese or other European languages) would be desirable
Benefits
- Competitive salary
- Best in class Share / Equity Scheme
- 20 days annual leave + statutory holidays
- Take your birthday off work on us as well
- Extensive upskilling and training
- 401k/pension scheme
- Company funded health insurance
Company Overview